Work
About
Resume

Reimagining Citi's Customer Agent Experience

TLDR

We improved usability, accessibility, and agent efficiency without disrupting a familiar workflow.

TLDR: A single, scalable design system reduced partner styling from 2+ hours to 10 minutes.

Note: The work shown here has been recreated for portfolio purposes. Due to the proprietary nature of this project, original files and assets are not available for public sharing.

Role

Lead Designer

Scope

Citi Service Agent Platform

Tools & Methods

Figma, User Research

Note: The work shown here has been recreated for portfolio purposes. Due to the proprietary nature of this project, original files and assets are not available for public sharing.

Role: Lead Designer

Scope: Citi Service Agent Platform

Tools: Figma, User Research

The Problem

OneView is an internal agent software platform used by Citi to handle customer service calls & servicing. Like many legacy enterprise tools, it had accumulated years of technical debt and feature sprawl. The interface was cramped, visually outdated, and not ADA compliant, creating daily friction for the agents who depended on it.

The full OneView redesign spans hundreds of screens. The agent dashboard was our first project within the workstream.

Agents had been complaining about a slow, close to unusable platform for years. Since a new version was imminent, this was our change as a design team to improve the experience as a whole.

Research & Discovery

Before making assumptions, we went directly to the agents. We held a focus group to understand their real pain points and priorities.

First, we asked some open ended questions about their day to day experience:

This gave us some valuable information to work with:

  • It took too many clicks to get where they wanted to go to start a new customer interaction

  • The load time was slow (we'll pass that on to the product and dev team)

  • Agents did not like having to navigate multiple open windows for every active session

  • There was a LOT on the page that was antiquated and no longer used by agents

This audit surfaced a crucial insight: every partner's theming functions differently.

We needed a system that gave us some sense of structure, but allowed us the flexibility to individually discern color usage across partners.

Our most important feedback from this exercise was that agents liked where things generally were on the page. The structure felt familiar, and they weren't looking to reinvent the wheel. Rather, they were more focused on removing barriers to access and speed.

This audit surfaced a crucial insight: every partner's theming functions differently.

We needed a system that gave us some sense of structure, but allowed us the flexibility to individually discern color usage across partners.

In addition to open-ended questions about their day-to-day experience, we asked agents to rank the sections on the dashboard front page.

This ranking exercise was intended to help us determine the ideal information hierarchy of the main dashboard.

The result was interesting: there was no real correlation. At first, it seemed inconclusive. But actually, it showed us the truth that every agent wanted something different. Preference was based on the department the agent worked in or the avenue they preferred to get to their information. Besides the general consensus that Account Summary information was universally important, a single order wouldn't work for everyone.

This audit surfaced a crucial insight: every partner's theming functions differently.

We needed a system that gave us some sense of structure, but allowed us the flexibility to individually discern color usage across partners.

The results of these activites told us:

The results of these activites told us:

  • Agents had different priorities for the information that is important to them

  • Agents liked where things were in their workflow

  • Agents were focused on improving access and speed and not redesigning for the sake of it

  • Agents had different priorities for the information that is important to them

  • Agents liked where things were in their workflow

  • Agents were focused on improving access and speed and not redesigning for the sake of it

The Design
Process

The Design Process

First, we did an audit with the product team to pair down the volume of information that was shown in each card on the dashboard. We were able to simplify many of the cards, getting rid of visual clutter. This had a huge impact on reducing cognitive load for agents looking at the dashboard.

As we learned, no universal layout exists that would satisfy every agent. So, we made the front page information section configurable. Each section of the dashboard would be rearrangeable based on individual preference. Agents could now build a layout that matched how they actually work without losing access to any important information.

Along with this, we made each section collapsible, making it easier for agents to sift through and find the information they were looking for while on a call with a customer.

The header area — which houses the softphone controls and customer information — was rebuilt to meet ADA compliance standards. Outdated, rarely-used elements were removed. The items agents reach for most often were given prominent placement, reducing the number of steps to complete common actions.

Finally, we streamlined the services menu into a card that housed agent's most used links, the platform's most used links, and a search bar to get to any of the lower-frequency tasks.

This quicker access path allowed us to shave seconds off of the task load time, and allowed another avenue for agents to customize their dashboard.

We kept the main structure, but added capability.

Outcomes & Impact

Outcomes
& Impact

The final product was a dashboard that maintained the heart of what the agents loved about what they already had, while making improvements to the accessibility, speed, and usefulness of every inch of the page.

This process taught the team that familiarity can be an asset, and over-designing isn't always the answer. When agents are on a live customer call, they can't afford a learning curve. We made a great impact by making small, impactful changes to an established mental model without having to completely reinvent the wheel.